Customer Service Manager

Cynthia Edwards

Stone Mountain, GA *****

**************@*****.*** - 404-***-****

Customer Service Representative with a great background in preparing tax returns and bookkeeping processes for businesses and individuals.

WORK EXPERIENCE

Tax Preparer/Office Manager

Personal Tax Service - Wichita, KS - 2005 to 2008

Tax returns and depreciation for various tax reports

• Answer client queries regarding tax codes and appropriate deductions

• Perform e-filing tasks as per schedule

• Addressed complex tax issues and tax deduction problems of clients

• Assist clients about legal issues, tax amendments and payment plans

• Developed bookkeeping processes for different companies Accounting Products Representative

CCH Small Firm Services - Kennesaw, GA

Responsibilities

CCH/SFS, INC. — Kennesaw, GA LEVEL 4/CS REP/TAX HELP, 2008-2014

• Provided telephone and Email customer service/support within high-volume call centers (handling an average of 35-55 calls/internet inquiries daily during tax season).

• Researched on various tax-related matters as member of the Tax Help Team for CCH SFS.

• Handled the tasks of responding to clients inquires regarding tax related issues.

• Provided minimal technical support for TaxWise and ATX programs.

• Supervised testing teams and seasonal for Prosystemfx software.

• Trained support staff in auxiliary tax forms

• Created Powerpoints and Training Manuals for training purposes. Accomplishments

Career Snapshot

Ten years of commended performance in key customer service and support roles. Expert in customer care/communications, problem solving, relationship building and internal training and support.

MS Office “power-user” with additional proficiencies in assorted databases. Awards

Five “Outstanding Service” Awards, 2000 to 2006; for leading and testing software. Certificates of Service for Internal Training from 2000-2004. Skills Used

Customer Service

Troubleshooting/ Problem Solving

Tax Help/Email/CAS/Tax Assistance/Accounting Products Support Technical Writing /PowerPoint Presentations (Training Materials) Technical/User Support

Reports & Documentation

Software Testing Lead

Software Training Specialist

Knowledgeable of Client Accounting Suite, Fixed Asset Manager, Payroll Compliance,PaperlessPlus, Prosystemfx, ATX and TaxWise Programs

EDUCATION

Bachelor's in Business Administration, Accounting

Friends University - Wichita, KS

June 2002

SKILLS

Tax Preparation for individuals; small firms; non-profit and employee benefits; Bookkeeping; Tax Planning; Keyboarding (70 cpu); MS Office; 10-Key; Training and writing training materials; ADDITIONAL INFORMATION

Core Competencies

• Proven track record to provide accurate financial services

• In depth knowledge of filing tax returns and federal tax laws

• Remarkable know-how of accounting principles and financial reporting

• Excellent analytical & communication skills

• Ability to multi-task and work in fast paced environment

• Exceptional customer service skills

• Over 10 years experience in bookkeeping/accounting Additional Skills:

• MS Excel, PowerPoint, Access, Drake, Prosystemfx, TaxWise, ATX

• Typing Speed at 75 WPM; 10-Key - 9000 cpm

• Client Accounting Suite, Quickbooks Accounting Software

• Enrolled Agent

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